...
- Disconnected Call: For calls that end abruptly due to technical issues.
Example: A call drops due to network problems. - Missed Call: For calls terminated by the caller before connecting to an agent.
Example: A call that rings briefly and ends without interaction. - Noise Disturbance Call: For calls disrupted by excessive noise or poor audio quality.
Example: Communication is unclear due to static or background noise. - Nuisance Call: For irrelevant, prank, or inappropriate calls.
Example: A caller repeatedly dials for non-serious reasons.
Counselling officer Module in 104
Transfer the call to Counselling officer
3. Transfer Call
This option allows the redirection of calls to the appropriate personnel for specialized handling. Calls can be transferred to:
...
- Submit and Continue: To save the current call details and proceed with the next task or call.
- Submit and Close: To save the call details and mark the process as complete.
Counselling officer Module in 104
After transferring the call to Counselling officer the following screen should appear
Login to CO Module (Counselling officer)
Connect to C-Zentrix after login to Medical officer (MO) Module
Take the Beneficiary Consent
After HAO transfer the call to Counselling officer the below mentioned screen will appear
Counselling Sheet Current Visit
The counseling officer must fill in the following details in the "Current Visit" section of the counseling sheet, as per the provided screenshot:
History
Click on History to view the Beneficiary previous Visit details
Upon clicking the History button, the system displays a comprehensive record of the beneficiary’s interactions across various service lines. This includes:
104 History:
Displays the beneficiary's call records, health queries, and advice received through the 104 Helpline service.MCTS History:
Shows details from the Mother and Child Tracking System (MCTS), including prenatal, postnatal, and immunization-related interactions.TM History:
Provides a record of interactions or consultations through Telemedicine (TM) services, including diagnoses and prescriptions.104-HIHL Case Sheet:
Presents the beneficiary’s detailed case sheet maintained under the 104 Helpline Integrated Health Line (HIHL), covering health assessments, counseling sessions, and follow-ups.
This consolidated history allows for a holistic view of the beneficiary's engagement across different health services, ensuring better continuity of care and informed decision-making.
This clearly shows the health history of all the Beneficiaries and below is the screenshot
Detailed HIHL CO Case sheet
Upon clicking on detailed HIHL CO case sheet the following details has to be entered such as
- Chief complaint
- Impact on Patient Life which consist of
a) Biological functioning
b) Occupational Functioning
c) Social Functioning
Past History
The Past History section captures essential details about a patient's medical and psychiatric background. Users are required to select and input the following key elements:
Past Psychiatric Condition
Document any previous psychiatric conditions experienced by the patient.Type of Treatment
Specify the nature of treatments undergone for psychiatric or medical issues.Past Medical Condition
Record any significant medical conditions from the patient's history
Note:- The units of duration as well as Progress should also be selected from the Dropdown
Below is the screenshot for the reference
Add and Remove Functionality
The Add and Remove Functionality is used to add or remove the Past History or Family History and the same is being used for other functionalities which comes under
Impact on Patient's life
Call Closure
Click on Call closure Page and after that it will move to the Next screen
Call Closure Page
The Call Closure Page requires the selection of the following key fields to ensure proper documentation and resolution of the call:
Call Type
Select the appropriate type of call based on the nature of the inquiry or issue.Call Sub-Type
Specify the sub-category of the call for further classification.Remarks
Provide any additional comments or observations relevant to the call for clarity and record-keeping.
External Referral
The External Referral field is used to document cases where the patient needs to be referred to other healthcare centers for further treatment or specialized care. This ensures seamless continuity of care and proper follow-up.
Click on Closure to close the call
Medical Officer Module
The Medical Officer Module in the 104 helpline is designed to enable medical officers to efficiently manage and address health-related inquiries, provide expert advice, and facilitate appropriate medical interventions
Now the call is transferred to Medical officer and below is the module of the Medical officer
Login to MO Module
Connect to C-Zentrix after login to Medical officer (MO) Module
Now the Medical officer screen will open and now appears the Case Sheet option where the following things needs to be selected
When the Medical Officer screen opens, the Case Sheet option becomes available. This section allows the Medical Officer to manage patient cases efficiently by selecting the following key elements:
Present Chief Complaint or Disease Summary
- Record the primary health issue or summarize the patient’s current condition.
Provisional Diagnosis
- Enter a preliminary diagnosis based on the symptoms and medical history provided.
Recommended Action
- Specify the recommended course of action, such as treatment, follow-up, or referral.
Action by Medical Officer (MO)
- Document the steps taken by the Medical Officer to address the patient’s condition, ensuring clarity and accountability.
Symptom Pop-Up
After selecting the Chief Complaint, a Symptom Pop-Up appears. This interface enables the Medical Officer to:
- Review the patient's symptoms in detail.
- Select the appropriate algorithms from the provided list, ensuring that the diagnosis and treatment plan align with standardized clinical guidelines.
Once the Symptoms are selected, the Symptom Results section will appear. This section provides a detailed analysis of the selected symptoms and aids the Medical Officer in the decision-making process.
Key features of the Symptom Results include:
Symptom Analysis
Displays a comprehensive summary of the selected symptoms, helping to identify potential health conditions.
Suggested Diagnoses
Lists possible conditions associated with the symptoms for the Medical Officer to review.
Recommended Clinical Actions
Provides guidance on next steps, such as prescribing medication, advising diagnostic tests, or referring the patient to a specialist or healthcare facility.
The Case Sheet is updated with the Present Chief Complaint, Provisional Diagnosis, Recommended Action, and the actions taken by the Medical Officer (MO) based on the symptom analysis.
Prescription
The Prescription feature in the 104 helpline includes the following details to ensure accurate medication guidance:
Medical officer needs to update all these information
- Drug List: Specifies the prescribed medications.
- Drug Group: Indicates the category or class of the drugs.
- Strength: Defines the dosage strength of the medication.
- Route Description: Describes the method of administration (e.g., oral, injection).
- Frequency: Specifies how often the medication should be taken.
- Number of Days: Indicates the duration for which the medication should be taken.
- Remarks: Provides additional instructions or notes regarding the prescription.
COVID-19 (QC)
If the patient is identified as a COVID-19 case, the COVID-19 (QC) option must be selected. Upon selecting "Yes," the following details are required to be updated:
Travel History
- Record the patient’s travel details, including recent international or domestic travel, and relevant dates.
Symptoms
- Document the patient’s symptoms such as fever, cough, breathlessness, or other COVID-19-related indicators.
COVID-19 Contact History
- Capture information about any known exposure to confirmed COVID-19 cases.
Outcome of Suspected COVID-19
- Update the status of the case, such as whether the patient is confirmed, suspected, recovered, or referred for further testing or treatment.
History
After clicking on History, a comprehensive view of the patient’s history across all applications associated with the 104 helpline will be displayed. This feature leverages interoperability, allowing seamless integration of patient data from various healthcare systems and applications.
The interoperability ensures that information from different platforms, such as Electronic Health Records (EHR), diagnostic systems, and external healthcare applications, is unified and accessible in one interface. This enables healthcare providers to have a complete and accurate picture of the patient’s medical history, promoting more informed decision-making and coordinated care.
Below is a screenshot for reference, illustrating how history from various systems is presented in a unified manner.
Closure Page
Click on Closure page to move to the closure screen and follow the same process which was applicable in Associate and
Counselling officer login
